Voice and multimedia routing in a mixed cti configuration environment

[xav_net]

Hi all!!

Hope you could help me with one problem.

I'm configuring a Genesys solution in a customer but he wants it in two phases. The first one will have Genesys only for multimedia routing, so voice calls will be routed by the PBX and not controlleb by Genesys.

My question is that the customer only wants that the agents could only handle one interaction at a time, I mean, if an agent is dealing a voice call, Genesys should not deliver any multimedia interaction (can be done with capacity rules), but if the agent is dealing a multimedia interaction, how can i force it to avoid the PBX send him a voice call?

May be I could use a makeAgentNotReady before delivering the email to avoid the PBX sends him a voice call? Could be possible to set it ready again defore the email handling to get new voice callls or email interactions?

Thank you very much

[Adam G.]

Hi,

If you have the TServer operational why not use a Capacity Rule for the Place?

Pavel

[xav_net]

But, if Genesys does not manage the voice calls routing (routing is done by PBX), it's possible to use a capacity rule  (1 voice and 1 email), that will notice the PBX that the agent is not ready for voice when handling an email delivered by Genesys?

Greetings.

[René]

Hi Xav,

You're right that any capacity rule won't help you as PBX doesn't care about Genesys The only solution would be changing agent's status to NotReady for voice interactions.

R.

[xav_net]

Hi René,

Yes, that's what I suppose, but once you put the agent state in notReady (by routing strategy when you deliver a email for example), how can the agent be changed to ready again automatically?

Wrap up time will change it to ready state also if you "forced" a not ready state on the routing strategy?

Thanks!!

[René]

Hi,

Honestly, I'm not sure that the trick with wrap up time will work. But I've never tested something like that.

What agent desktop application do you have? Are there any possibilities to customize it?

R.

[Gulden_NL]

You can't force them into a ready state with Genesys without custom development in GAD.  It's an Out of Box function of several ACDs, but not Genesys. 

As far as Not-ready state goes, PBX can set time out setting on ACW status, but that’s about it.  As far as GAD/Genesys goes, there is no time limit without custom development.  When asked why it can't be easily configured in Genesys, the answer to me has been [i]"The reason for that is due to the fact that agent can be in Not-Ready for various reasons.  It could be ACW, but it could also be Meeting or training.  In this case, you don’t want GAD to automatically put agent into Ready status."[/i] (from a Genesys email)

There clearly are reasons why you want to do this, but Genesys will need to receive enough functional requests in order to add it to their product offering.